Patient Service Representative - BIDMC (40 Hours, Day shifts)

Beth Israel Lahey Health•Boston, MA

4d•Onsite

About The Position

The Patient Access Representative at Beth Israel Deaconess Medical Center (BIDMC) is the frontline connection to patient care. In a fast-paced call center environment, you will manage high call volumes, direct patients to appropriate services, and deliver a smooth, efficient scheduling experience.

Requirements

High School Diploma or GED
1–3 years of related experience
Experience with computer systems and web-based applications
Working knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint, or Access)

Nice To Haves

Associate’s degree
Call center and/or telephone customer service experience
Typing speed of 40+ WPM
Knowledge of medical terminology
Bilingual written and verbal communication skills

Responsibilities

Answer and manage a high volume of calls professionally and efficiently
Follow call scripts and triage guidelines to assess patient needs
Ask the right questions and use sound judgment to determine appointment type, provider, and urgency
Use centralized scheduling systems to book appointments
Verify and update patient demographic information
Transfer patients to registration when needed
Obtain and document required referrals and payer details (including workers’ compensation and auto liability)
Provide clear instructions for upcoming appointments
Communicate required documents, prior records, and diagnostic preparation protocols
Coordinate multiple data points to ensure efficient scheduling
Maximize use of staff, space, and equipment while balancing patient and provider needs
Identify and escalate scheduling issues to management for resolution
Accurately record and route messages to providers and staff
Triage urgent requests appropriately
Respond to inquiries within scope of knowledge and authority
Manage provider email requests promptly and professionally